Leading our next big adventure – Welcome Rochelle Boys
We’re excited to welcome Rochelle Boys on board as our new customer services manager.
Rochelle brings a wealth of experience in streamlining processes and creating positive customer experiences thanks to her time working for Fonterra Farm Source as procurement support lead and Fonterra Global Business Services as senior business services officer.
While having a strong background in customer service her real interest lies in process improvement; tightening the nuts and bolts around inefficiencies in the customer service process.
She sees her role as a key conduit between the end user and Gallagher.
“Our farmers or other end-users need to be connected to the right people, whether it’s a territory manager, reseller, or technical support,” she says.
“All of us at Gallagher are responsible for delivering a great experience and it all starts with connecting them to the right person as efficiently as possible.”
Rochelle stepped into the newly crafted role in August to join the customer service team of three which includes Vicki Spooner and Tina Cleary. Together, they manage Gallagher’s customer services across the country.
Rochelle is a Waikato local and is looking forward to leading her team in a new direction.
She will be managing the outbound calling project which will see the customer service team provide additional support to our resellers. “Currently, territory managers visit our major resellers on a regular call cycle to keep them up-to-date regarding new innovations, invitations to participate in national campaigns, training and production knowledge and many other things. However, there is an opportunity to better serve all our customers inclusive of the smaller independent resellers,” Rochelle explains.
The new project is an ongoing commitment from Gallagher to proactively engage with all resellers to ensure we are delivering to our values. Our level of support through the CS team needs to be consistent across our entire reseller network. National sales manager Darrell Jones is looking forward to seeing the customer service team take charge of the new initiative.
“Already, alongside our resellers, we’re able to deliver a unique service to our customers which provides them with the products they need at the right time. Reaching out to our resellers is one way we can proactively support them and help them grow their businesses,” says Darrell.
“We’ve had this strategy in the works for a while so it’s great to have Rochelle’s expertise to put it into action,” he says.
The new outbound calling project will begin by the end of September.